How to Handle a Crisis on Social Media

1) Include Social Media in Your Crisis Communications Plan

Staying in contact with the public on social media during a

crisis can help your business establish a reputation for being

prepared and responsive.

2) Utilize a Monitoring Software to Track Chatter

Be prepared to focus on the social media

platforms that are generating the most buzz

about your story.

3) Respond to Questions and Comments

3) Respond to Questions and Comments

Be sure to respond to as many, if not all comments

and questions to demonstrate that there is

an open dialogue between the business

and the public.

4) Have a Single Message for All Employees

Decide on a company-wide message and communicate that

message to all employees. Doing so will help to eliminate

conflicting statements and will help to unite your employees in

the eyes of your stakeholders.

5) Be The Leader

While you may delegate tasks throughout the business, as the leader or member of the leadership team, it is your responsibility to know what is being posted and what information is being released.

6) Focus on the Crisis

Do not post promotional and marketing materials on your webpage while dealing with a crisis. Doing so can make your business appear unsympathetic towards or unfocused on the situation at hand.

For more information regarding crisis communications

and management, do not hesitate to contact the

Fallston Group at 410.420.2001 or by email at

info@fallstongroup.com.